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The Clienteling PodcastAuthor: Bryan Amaral
Welcome to the Clienteling Podcast! On our show, we'll discuss a broad spectrum of customer engagement, clienteling and retail technology insights, and well provide plenty of examples and case studies directly from some of the most successful customer-focused luminaries in our industry. We'll discuss why in most cases, innovation and transformation is not a technology issue as much as it's a people, process and methodology problem. Clientricity and in particular this podcast, is focused helping retailers think through those challenges and develop a repeatable process to ensure that their stores are delivering on customer expectations and that the organization can fully benefit from those technologies deployed. In this podcast you'll gain a deep understanding of whats working, what isnt and where you should consider making your customer-centric technology investments. We are hoping that after spending 20-30 minutes listening to each episode you will leave energized and ready to apply what youve learned in your own business. We look forward to bringing you this podcast several times a month and would welcome your thoughts, ideas and comments. If you are passionate about customer centricity, clienteling and retail and would like to be a guest on the show, please send me a personal message at bryan@theclientelingpodcast.com. If you want get more personalized help or if you are interested in advisory services, contact Clientricity at info@clientricity.net Language: en-us Genres: Arts, Business, Fashion & Beauty Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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An Interview with Vitamin Shoppe's COO Andy Laudato: Why Great Retail Starts with People, Not Technology
Episode 3
Friday, 19 June, 2026
Send us Fan MailWhat does it really take to scale innovation inside a modern retail organization?In this episode of The Clienteling Podcast, Bryan Amaral sits down with retail industry veteran Andy Laudato, EVP & Chief Operating Officer of The Vitamin Shoppe and Co-Founder of the Retail AI Council, for a candid discussion about leadership, customer-centricity, operational excellence, and the realities of implementing innovation at scale.Drawing on decades of experience spanning technology, supply chain, digital commerce, and retail operations, Andy shares why successful retailers focus on solving customer and business problems—not chasing technology trends—and how AI can create real value when applied thoughtfully.The conversation explores the intersection of retail operations and customer experience, the challenges of scaling innovation across hundreds of stores, and why great execution still comes down to people, processes, and a relentless focus on the customer.Whether you’re a retailer, technology executive, consultant, or industry leader, you’ll find practical insights that go well beyond the latest buzzwords.Key Topics Discussed:• How Andy’s journey from technologist to retail operator shaped his leadership philosophy• Why retailers should never “solve technology problems with business” and how that lesson applies directly to AI• The difference between building a prototype and scaling a solution across hundreds of locations• The hidden operational complexities behind omnichannel retail and customer experience• Why inventory accuracy remains one of retail’s most important—and difficult—challenges• How The Vitamin Shoppe uses AI to gather and analyze store feedback at scale• The critical role store associates play in driving customer engagement and loyalty• Why innovation is often more about people and processes than technology• The importance of psychological safety in fostering innovation inside large organizations• Why so many retail pilots fail to scale—and how leaders can avoid common mistakes• Practical applications of AI that are delivering measurable value today• AI governance, employee education, and responsible deployment strategies• The future of composable commerce and why Andy believes retailers should focus on building flexible, service-based architectures• Why customer-centricity remains the most important competitive advantage in retailNotable Quote:“I don’t have an AI strategy. I have a sell-more-vitamins strategy.”That simple statement perfectly captures the central theme of this conversation: technology matters, but only when it helps retailers better serve customers and achieve meaningful business outcomes.Listen & ConnectIf you enjoyed this episode, follow the series Engaging Deeper & Scaling Smarter for more conversations with leaders shaping the future of retail innovation.Andy Laudato's LinkedIn: www.linkedin.com/in/andrewlaudatoBryan’s LinkedIn: https://www.linkedin.com/in/bryanamaral/Bryan’s Website: https://www.clientricity.netBryan’s Email: bryan@clientelingpodcast.com or bryan@retailtechexec.comCall Bryan: 404-348-4849 Fujitsu's FNAI Engaging Deeper & Scaling Smarter Podcast Series:https://www.buzzsprout.com/2595750/episodes/18780866Tags: #retail #clienteling #clientricity #R
